Business Service & Support Representative

Business Service & Support Representative

Work Location: 6080 Young Street, Halifax, NS (On-site, 5 days per week)

Department: Field Operations

Reports To: Manager, LAS Support

Employment Status: Full time, 40 hours per week, shift work

Exceptional customer support professionals are driven by problem-solving, relationship building, and the satisfaction of helping customers succeed. In this role, you'll be a key point of contact for Eastlink's business customers, providing service and technical support while ensuring a seamless customer experience. From processing service changes and resolving telephone-related issues to supporting managed Wi-Fi environments and coordinating service requests, you'll help deliver reliable solutions that keep our customers connected and productive.

Working closely with Business Sales, Operations, Engineering, and other internal teams, you'll play an important role in supporting business customers, managing expectations, and building strong customer relationships. You'll have the opportunity to identify process improvements and help drive positive customer outcomes across Eastlink's business services portfolio.

What You'll Be Doing

As a Business Service & Support Representative, you'll provide frontline support and coordination

for our business customers, helping them get the most from their Eastlink services. Your work will include:

• Responding to customer inquiries about services, billing, and account changes.
• Troubleshooting basic telephone and managed Wi-Fi service issues and helping customers resolve problems.
• Processing service requests, including installs, changes, upgrades, and disconnects.
• Coordinating technician visits when onsite support is needed.
• Maintaining customer accounts, records, and documentation.
• Creating and sharing reports for business customers.
• Monitoring accounts for potential fraud and escalating concerns when needed.
• Keeping customers informed and managing expectations throughout the support process.
• Working with internal teams to resolve issues and deliver a positive customer experience.
• Identifying opportunities to improve processes and customer service.

What We're Looking For

We're looking for someone who is naturally curious, enjoys learning, and is passionate about technology. You’ll succeed in this role if you:

• Take initiative and enjoy tackling new challenges independently while collaborating with others.
• Have strong planning, organization, documentation, and communication skills.
• Can identify solutions and remove obstacles to progress.
• Have a continuous-improvement mindset and enjoy finding opportunities for operational efficiency.
• Bring a customer-focused approach and can effectively prioritize competing demands.

You'll Also Bring

• Grade 12 diploma or equivalent.
• Experience in customer service, contact centre, telecommunications, or a related support environment.
• Experience providing basic technical support and troubleshooting assistance.
• Strong problem-solving and analytical skills.
• Experience managing multiple customer requests and priorities simultaneously.
• Proficiency with Microsoft Office applications and customer management systems.
• A strong focus on customer service and relationship management.
• Experience with telephony services, programming, or troubleshooting is considered an asset.
• Experience supporting managed Wi-Fi or networking technologies is considered an asset.
• Knowledge of telecommunications products and services is considered an asset.
• Availability to work scheduled shifts, as required.

About Eastlink

Eastlink is proudly family-owned and headquartered in Halifax, Nova Scotia. After more than 50 years, we’ve grown from a small-town startup into one of Canada’s Best Managed companies without losing our entrepreneurial edge. We move fast. We try new things. We care about doing right by our customers, and we’re not afraid to take a different approach to make that happen.

Why Work with Us

We could say we’re not your typical telecom, but what makes us different is how we operate day to day. At Eastlink, we’re a tight-knit team all working toward common goals. We’re big enough to do meaningful work, but small enough that you can actually make your mark. You won’t get stuck waiting for layers of approval or years of tenure to make an impact! We believe in getting involved, speaking up, and figuring things out together. We’re always listening, learning, and adapting because our customers (and our people) expect us to. And just like we invest in our network, we invest in you, with intention and for the long run.

When you join Eastlink, you'll enjoy:

• Opportunities for internal growth and promotion
• Paid vacation and holidays
• Comprehensive health and dental benefits
• Company pension plan with employer contributions
• Employee discounts on Eastlink products and services

We’re committed to building a workplace where everyone feels they belong. We embrace diversity, inclusion, equity, and accessibility throughout all levels of the organization and encourage members of equity groups to self-identify during the application process. Need an accommodation during the hiring process? We encourage you to reach out and let us know how we can support your participation.